University of Utah Health Care

  • Manager, Customer Service

    Requisition Number
    34926
    Reg/Temp
    Regular
    Employment Type
    Full-Time
    Shift
    Day
    Work Schedule
    M-F, 8-5. On Call when needed
    Location Name
    Redwood Health Center
    Patient Care?
    No
    City
    SALT LAKE CITY
    State
    UT
    Department
    REDWOOD COMMUNITY CLINIC
    Category
    Business / Administration
  • Overview

    As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

    This position is responsible for planning, organizing, directing, and controlling all aspects of the assigned customer service operation. The customer service team is often the first point of contact for patients and their families within the organization. As such, the incumbent is in a unique position to act as a driving force behind the exceptional patient experience.

    This position has no responsibility for providing direct patient care.

    Responsibilities

    Job Specific Responsibilities and Accountabilities
    • Performs to required standards for job specific responsibilities and technical competencies.
    Talent Management
    • Hiring, training, developing, and communicating with staff.
    Financial Management
    • Responsible for developing, monitoring and achieving budget goals.
    • Manages labor and non-labor expenses to budget or flex budget.
    • Manages revenue to budget to maximize potential revenue.
    EPE/Service
    • Responsible for patient satisfaction scores within assigned area(s).
    • Responsible for upholding PROMISE standards of direct reports and team members.
    Quality
    • Responsible to achieve quality goals for assigned area(s).
    • Manages and promotes continuous process improvements in assigned area(s).
    Performance Management
    • Responsible to provide staff feedback on performance, including on-time appraisals and coaching.
    • Responsible to deal with conflicts in a proactive manner and to reach resolution in a timely manner.
    Building Relationships
    • Forms positive relationships with staff, peers, and senior leadership to support the mission, vision, values, and performance standards of the organization.
    • Actively engages staff with updates and news as well as involving staff in decisions and work teams. Provides feedback and recognition when appropriate.

    Knowledge / Skills / Abilities

    • Ability to perform the essential functions of the job as outlined above.
    • Demonstrated leadership skills in planning and directing employees and processes in order to effectively monitor and develop subordinates, to ensure the smooth operation of the department.
    • Knowledge of assigned department's area of specialization in order to analyze, plan and draw conclusions for recommendations to superiors.
    • Knowledge of and ability to implement effective strategies and activities that promote long term customer loyalty.
    • Familiar with the policies, standards, and procedures guiding customer interactions.

    Qualifications

    Qualifications

    Required

    • Bachelor's degree in a related area of assignment, or equivalency.
    • Four years of more progressively responsible management experience.

    Qualifications (Preferred)

    Preferred

    • Master's degree in a related area, or equivalency.

    Working Conditions and Physical Demands

    Employee must be able to meet the following requirements with or without an accommodation.

    • This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

    Physical Requirements

    Listening, Sitting, Speaking, Standing, Walking

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